Is it already possible to identify good practices in customer experience?

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The most important of these is to use a frame of reference to align everything the company does in this area.

We currently have two: the Customer Wave , which is a framework created by the Spanish Association for Customer Experience Development (DEC).

The other was coined by the American Customer Experience Professionals Association (CXPA).

Although at first glance it may seem that these are two visions of the same phenomenon on two continents, the truth is that they are two different approaches.

The DEC framework is a high-level look at the areas and movements that need to be considered when implementing a successful customer experience strategy.

The CXPA proposal is a competency framework, meaning it considers the skills that a customer experience professional should presumably have.

When we created the Master in Customer Experience at La Salle, the first in our country in this discipline, and still the only pure program in this field, we took both models into consideration, as we consider them complementary.

What are the areas of customer experience?
Another common confusion in the world of customer experience is thinking that this discipline is one and only.

However, there are multiple derivations and applications within the general field it occupies.

For example, when we talk about customer experience we tend to focus on the end customer experience, but there is a huge scope in the delivery of experiences between companies (b2b), as there will be in the future between the administration and the citizen.

Similarly, there is an area yet to be discovered, and that is what we call internal customer experience, that is, the design of the experience delivered by internal departments that function as suppliers within the same company.

Finally, there are sectors that are defining customer experience in a particular way, going so far as to coin their own concepts: thus, we speak of patient, diner or student experience, to name a few examples.

How does customer experience connect to employee experience? And why is it important?
This is another of the most fascinating areas within customer experience. It is now commonplace dubai mobile number list in this world to say that it is very difficult for a company's employees to deliver an experience outside that does not exist inside.

This is how the employee experience and its natural extension, the candidate experience, are born.

Many of us consider that these concepts represent a true revolution and a renewal of the so-called human resources, which have remained aimless for so long.

Perhaps because, as we have also pointed out, it is very likely that customer experience is constituting a humanizing factor within the business world.